SUPERVISOR Resume
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Resume:
P A U L A P C A L D W E L L
Oak Estate Street, #
Raleigh, NC () (phone hidden)
~CAREER OBJECTIVE: I am an enthusiastic, driven and motivated leader in search of a career with a stable organization where I can fully utilize my leadership skills and vast knowledge in business.
~SKILLS: Excellent interpersonal skills, extremely detail-oriented, great leadership skills, motivational speaker, excellent verbal and written communication skills, ability to manage and mentor employees, fully trained in Customer Service practices, Dale Carnegie Public Speaking, personnel training and development. LEAN SIX SIGMA – GREEN BELT
~EDUCATION:
Franklin Pierce University – Rindge, NH
Bachelor of Science, Marketing
~PROFESSIONAL EXPERIENCE:
Xerox Commercial Solutions, LLC
Supervisor –Aetna Flexible Spending Accounts
to Present (Cary, NC)
- Supervise as few as as many as employees in the Call Center Operations/Customer Service
- Direct staff to ensure callers receive high quality customer service from our employees
- Achieve excellent customer service results.
- Analyze and evaluate the effectiveness of program operations
- Develop plans and activities to ensure overall success in achieving established goals and objectives, contact requirements and performance standards.
- Motivate and lead staff by providing leadership and direction for the Call Center/Customer Service
- Collaborate with Senior Management to implement strategic, operational and tactical plans
- Oversee the creation and maintenance of standard scheduling processes related to queues, call direction, workflows and business changes
- Ensure HIPAA and regulatory compliance
- Coordinate budget analyses and development of more efficient processes in order to improve quality
Xerox Commercial Solutions, LLC
Senior Subject Matter Expert - Aetna Flexible Spending Account
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- Handled escalation calls from Customer Service Representatives
- Ensured each escalation is properly documented in ASD
- Provided follow-up service on each escalation call until a resolution was found
- Monitored an internal voicemail system and returned member phone calls accordingly to address any concerns/issues
- Worked directly with Aetna to resolve customer issues
- Assisted Supervisor with any FSA issues that needed to be complete
Xerox Commercial Solutions, LLC
Customer Service Representative - Aetna Flexible Spending Account
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- First – call resolution with emphasis on providing excellent customer service and maintaining member satisfaction
- Answering member inquiries regarding their FSA accounts, administered by Aetna
- Educating members on the many facets of their Flexible Spending Accounts and helping to resolve issues as they relate to claims, contributions and reimbursements.
- Providing / researching claims information as it relates to individual accounts
- Using several software programs while multi-tasking through as many as a informational windows per call
Xerox Commercial Solutions, LLC
Aetna Insurance - Prescription Drug Plan Customer Service Representative
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- Responds to telephone inquiries and complaints using standard scripts and procedures
- Gathers information from caller to properly resolve the issues
- Communicates appropriate options for resolution
- Investigates and resolve complaints
- Refers non-routine inquiries and complaints to senior level representation
Havertys Furniture – Sales Consultant
- (Fayetteville, NC)
- Maintain goals in sales and selling standards as required by store manager and Havertys Policies for serving customers
- Explain specific financing plans and warranties; coordinate delivery procedures with customer and warehouse personnel
- Reinforce customer’s selection, give suggestions and add on sale
- Complete daily sales report and review necessary reports to maintain customer satisfaction
- Present presentations on product knowledge
The Hertz Corporation – Station Manager
– (Dulles, VA)
- Managed employees, ensuring the delivery of high-quality customer service to all clients
- Reviewed company production standards and audits of counter sales and created performance evaluations
- Prepared employee work schedules and assisted in coordinating staffing needs for recruiting and hiring processes
- Coordinated and monitored local training programs to ensure company compliances
- Accomplished all employee relations and issues and customer complaints to customer service satisfaction
REFERENCES UPON REQUEST
